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Any user (either end-user or agent) can submit an incident and track its status until service has been restored and the issue has been resolved. The incidents can be hierarchically linked between each other ("parent-child" concept, or "master-slave" concept, depending upon circumstances).
Incident Interface
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Describes what the incident form consists of.
Create an Incident
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An in-depth instruction on how to create various kinds of incidents.
Tracking Incidents
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Learn about the default notifications for the callers or create your own.
Incident Processing
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This section focuses on incidents processing by the agents.
Incident Management State Model
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Check the default model of the states and possible transitions.
Administrator information
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Learn how to create/delete categories or subcategories on the admin end for further use by the agents.